I have booked a flight NX3000 from Cathay Pacific to London at 13 January, 2011. The flight was supposed to depart at 8:00pm, however the flight was delayed for 6 hours without any early notification.
Due to the delayed flight, I need to book a hotel nearby which have cost me $2,500. I also missed my business meeting in London that morning which I would have had time to postpone if there had been notifications ahead.
I tried to contact your check-in desk assistant but they replied to me in a rude manner and could not help me to find any earlier flight. I also tried to call your company but nobody answer my phone.
I am a frequent-flyer of your company, but this experience makes me hesitate to further travel through your airline because of the unreliable service.I certainly hope you can compensate my loss due to your mistakes.
Yours faithfully
Mr. Leung
Reply by Charlotte and Tat
Dear Mr. Leung RE:Complain about the airline service
On behalf of our company, we feel sorry and sincerely apologize for the unfavorable conditions you came across.
The reason of our decision to delay was due to the unstable weather condition that day. Because of the prediction of seasonal cyclone at that time, we decided to delay all the flights after urgent meetings to ensure the safety of our customers as well as flight attendants.
However, we admit that it is our faultof the our failure to inform all our front-line employees immediately about the situation is our fault, and(s...) inducing the lack of earlier notification.We own a part of responsibility for this incident.
To compensate your loss, we are going to provide you a full refund of the accommodation that night, as well as a free up-grade for your next flight. We sincerely apologize for all inconvenience caused.
P.S Please kindly provide the hotel receipt via fax or email to our company for refund and record.
Yours sincerely,
Tat Wong
Manger of Department of Customer Service
Rejection by Don , Dennis and Rex
Dear Mr. Leung,
Re: Complain about the airline service (be positive)
Thank you for your letter of 6 March.
We agree that It is our responsibility to ensure all our flights depart on time. It is also our responsibility to ensure that all our flights depart safely. We apologize for the delay of NX3000 on 13 January, 2011. The delay was in fact due to a threat on terrorist attack we received an hour before boarding time. We had to spent extra time for security check before boarding. We immediately resume boarding once we had finished the security check and approval came from the relevant authority 6 hours after the original departure time.
We regret that we cannot accept the refund on air tickets and accommodation as the delay was not due to our negligence. We would be gratefulprepared to offer you a $300 coupon that you can use with your next flight from us. We are looking forward to serve you again in the future.
Complain about the airline service
I have booked a flight NX3000 from Cathay Pacific to London at 13 January, 2011. The flight was supposed to depart at 8:00pm, however the flight was delayed for 6 hours without any early notification.
Due to the delayed flight, I need to book a hotel nearby which have cost me $2,500. I also missed my business meeting in London that morning which I would have had time to postpone if there had been notifications ahead.
I tried to contact your check-in desk assistant but they replied to me in a rude manner and could not help me to find any earlier flight. I also tried to call your company but nobody answer my phone.
I am a frequent-flyer of your company, but this experience makes me hesitate to further travel through your airline because of the unreliable service.I certainly hope you can compensate my loss due to your mistakes.
Yours faithfully
Mr. Leung
Reply by Charlotte and Tat
Dear Mr. Leung
RE:Complain about the airline service
On behalf of our company, we feel sorry and sincerely apologize for the unfavorable conditions you came across.
The reason of our decision to delay was due to the unstable weather condition that day. Because of the prediction of seasonal cyclone at that time, we decided to delay all the flights after urgent meetings to ensure the safety of our customers as well as flight attendants.
However, we admit that it is our fault of the our failure to inform all our front-line employees immediately about the situation is our fault, and (s...) inducing the lack of earlier notification.We own a part of responsibility for this incident.
To compensate your loss, we are going to provide you a full refund of the accommodation that night, as well as a free up-grade for your next flight. We sincerely apologize for all inconvenience caused.
P.S Please kindly provide the hotel receipt via fax or email to our company for refund and record.
Yours sincerely,
Tat Wong
Manger of Department of Customer Service
Rejection by Don , Dennis and Rex
Dear Mr. Leung,
Re: Complain about the airline service (be positive)
Thank you for your letter of 6 March.
We agree that It is our responsibility to ensure all our flights depart on time. It is also our responsibility to ensure that all our flights depart safely. We apologize for the delay of NX3000 on 13 January, 2011. The delay was in fact due to a threat on terrorist attack we received an hour before boarding time. We had to spent extra time for security check before boarding. We immediately resume boarding once we had finished the security check and approval came from the relevant authority 6 hours after the original departure time.
We regret that we cannot accept the refund on air tickets and accommodation as the delay was not due to our negligence. We would be grateful prepared to offer you a $300 coupon that you can use with your next flight from us. We are looking forward to serve you again in the future.
Yours sincerely